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Text Messaging Basics

Start conversations and respond to incoming messages using your CallRail tracking numbers. When you send a text message from CallRail’s interface, from the recipient’s perspective, it’s just like you texted them directly from your phone— except your tracking number will show on their caller ID.

You’re able to use any local tracking number to send and receive text messages from Lead Center. You can also review any previous correspondence you (or someone else from your team) had with a customer in Lead Center.

A text "conversation" is CallRail's method of grouping and displaying data. A conversation is defined as any one to one chat conversation over a 24 period between 12 AM and 11:59 PM. Each day's conversation will exist separately from one another. The customer continues to see your text messages on their mobile device as a continuous conversation.

Only local U.S. and Canadian tracking numbers are able to send and receive text messages.

Create and Send a New Message

Choose the company whose tracking number you’d like to use to send a text.

Click Lead Center at the top of the page.

Select Texts from the drop-down.

Click Send a Text Message to start a new conversation.

Select the tracking number you’d like to use as the caller ID in the From menu, then enter the phone number you’d like to text.

Once you’ve entered your message or applied a quick text, click Send.

View and Respond to a Message

Each company in your account has its own Text tab in Lead Center. Use these instructions to view text message conversations within a specific company.

Choose the company whose tracking number you’d like to use to send a text.

Click Lead Center at the top of the page.

Select the Texts from the drop-down.

Any existing conversation will appear on the left side of your screen under Inbox. Conversations marked with Agent were last answered by an agent.

Choose a conversation to read or respond to by clicking on the message.

Type your message to your customer on the left side of the page. Once you’ve completed your message, click Send. You can also click the arrow for the Send & Archive option to move your conversation from the “Inbox” to “All” portion of your messages.

FAQs

Can I send a text message in bulk to multiple numbers?

It's not possible to send a single message to more than one recipient. If you'd like to send the same text message to more than one person, we recommend creating that message as a Quick Text and sending the Quick Text to every number you're looking to message.